Wow Laboratory Consulting helps hospitality businesses WOW their clients and maintain a 5-star experience. We create tailor-made quality audits, customer experience strategies and customer service trainings, resulting in client loyalty, employees retention and higher profits. We bring our savoir-faire, expertise and passion to elevate your hospitality business!
Your clients leave satisfied but never WOWed with the experience, so you barely have return guests.
The turnover rate with your team is high. Employees aren’t clear about their responsibilities and oftentimes you find there is no standard of work, so your guests all have different experiences at your business.
You have varying reviews about your property, some are 5-stars and others are average. It’s hurting your presence online, especially on social media because the average or negative reviews take away from the positive ones.
You want to improve your online presence to have more revenue and a great first impression for potential guests.
I know in the ever-changing and competitive hospitality market, delivering on your customers’ demands is how you create a WOW moment.
A WOW experience, the WOW factor, needs to be consistent across every department, from direct customer-facing (front of house) to the greater public (vendors, visitors, and neighbours).
Imagine 5-star ratings, a loyal and satisfied team, and repeat guests who are so happy to share and refer their friends and family.
With years of experience, I offer tailored, à la carte audit and consulting services. The quality audits or mystery visits provide a fresh perspective on your business, along with actionable recommendations to enhance your client experience.
I also offer personalized consulting to help you address key challenges like digital transformation, eco-friendly practices, and employee well-being.
These services are ideal for hospitality businesses seeking practical solutions to assess strengths, identify areas for improvement, and remain competitive in a rapidly changing world.
A hospitality business is only as successful as its team.
Our training sessions equip your teams with the essential skills needed to deliver exceptional service, focusing on key areas such as service fundamentals, handling complaints, and effective communication. Team members will gain a deeper understanding of how their actions shape the customer experience and how every interaction can make a lasting impact.
Ideal for businesses looking to enhance team performance, these sessions provide practical strategies to maintain consistently high standards, ultimately driving improved customer satisfaction and loyalty.
Our WOW Signature Packages are designed for hospitality businesses seeking full support and guidance to elevate their client experience and truly WOW their customers.
These comprehensive packages help you:
All leading to 5-star client experiences, increased customer retention, and a team that is as loyal and committed to your business as your clients are. Let’s create the WOW effect with every interaction, ensuring both your customers and employees become the best ambassadors for your brand.
Hi, I’m Isabelle!
I’m a Customer Experience Designer with a passion for hospitality and over 30 years of experience working across France, Mexico, Spain, the French West Indies, Austria, Cyprus, and beyond. For the past 20 years, I’ve also been an entrepreneur, bringing my ideas to life in Croatia, where I ran my own rental management and concierge business.
From entrepreneur to working in hotels, tourism boards, travel agencies, and destination management companies, I’ve been lucky enough to wear many hats. But through it all, one thing has always been at the heart of what I do: people. I truly believe that when we put humans at the center, we create unforgettable experiences that matter.
My Vision: To reshape the hospitality industry by making it more human-centered. Through my WOW formula—solid foundations, a unique customer service journey, and simple, easy-to-follow processes—I aim to empower teams to feel confident and deliver exceptional experiences for every customer.
In any business that works with people, service is more than a checklist—it’s how you attract clients, wow them, and keep them coming back. Service is that special touch that makes brands stand out.
My Mission: I’m here to help craft WOW experiences from the inside out. By uplifting your team and creating a culture where people love what they do, we’ll achieve consistent 5-star ratings and build a base of happy, loyal customers.
Ready to create WOW experiences together? Let’s go!
Serving clients across Europe, in Spain, Croatia, France, Belgium, Greece, Cyprus and more.
I also work with clients in the Middle East, like Turkey and Lebanon.
Contact me in English, French, Spanish, German, or Croatian – or all five, if you’d like!